Coordination of Humanitarian Assistance (CHA) is a non-governmental, non-profitable, and non-political Afghan NGO, working since 1987 mainly in agriculture, health, education, and infrastructure sectors in more vulnerable areas of the country. CHA is working through the implementation of Emergency, rehabilitation, and development projects for emergency aid for war, famine, and natural disaster-affected families in the field, to assist with the rehabilitation of rural and urban life, and to work with communities for sustainable development in Afghanistan.

Core Commitments and Expectations from Candidates:

CHA is dedicated to creating an environment where all staff members are committed to our core values and principles. We believe that our employees play a crucial role in maintaining the integrity and excellence of our organization. Therefore, we have outlined the following core commitments and expectations that all candidates must adhere to:

1. Adherence to CHA's Policies and Procedures: All candidates must adhere to CHA's policies and procedures, these guidelines are designed to ensure a safe, fair, and efficient working environment. Compliance with these policies is fundamental to maintaining the standards and quality of our operation
2. Protection from Sexual Exploitation and Abuse (PSEA): CHA has zero tolerance for sexual exploitation, sexual harassment and abuse. All candidates, employees, associates, and partners must comply with the PSEA policy.
3. Ethical Conduct and Integrity: Candidates are expected to maintain high standards of ethical conduct and integrity in all their professional dealings. This includes avoiding conflicts of interest, maintaining confidentiality, and adhering to anti-fraud and anti-corruption guidelines​​.
4. Commitment to Non-Discrimination and Diversity: CHA is committed to fostering a diverse and inclusive work environment. Candidates must respect and promote diversity and non-discrimination based on race, gender, age, or any other protected characteristic​​.
5. Child Protection: Candidates must adhere to the Child Protection Policy, ensuring the safety and well-being of children in all CHA activities.
6. Environmental and Social Safeguards: Candidate must follow CHA's Environmental and Social Safeguard Policy to minimize environmental impact and ensure sustainable practices in all projects and operations​​.
7. Confidentiality and Data Protection: Candidates are required to maintain the confidentiality of all CHA data and information.

All selected candidates will be expected to adhere to these standards and principles. To ensure compliance, candidates will undergo rigorous reference and background checks. These checks will include the verification of academic credentials and employment history. Selected candidates may also be required to provide additional information to facilitate these checks.

By joining CHA, candidates commit to these core values and contribute to our mission of providing humanitarian assistance with the highest level of integrity and professionalism. We look forward to welcoming dedicated individuals who share our commitment to making a positive impact.

o Answer incoming calls on the UNHCR-supported hotline service for complaints and feedback.

o Log complaints, inquiries, and feedback in the system and ensure data is accurately captured.

o Maintain confidentiality and neutrality in handling sensitive information.

o Provide information to callers about available services, eligibility criteria, and other UNHCR initiatives.

o Ensure all calls are responded to promptly and ensure the caller’s issues are understood clearly.

o Ensure all individuals who contact UNHCR-supported channels (hotline, complaint boxes) receive timely responses.

o Follow-up on unresolved issues to ensure prompt action and resolution.

o Provide a safe space for beneficiaries to express concerns related to UNHCR services and other humanitarian assistance programs.

o Assist in the coordination and implementation of complaint management procedures in the region, following UNHCR and CHA’s standards and guidelines.

o Keep detailed records of complaints, feedback, and responses provided.

o Provide regular reports on the number of calls, type of concerns raised, and responses provided.

o Collaborate with protection officers, community outreach teams, and other relevant staff to ensure complaints are directed to the appropriate departments for action.

o Ensure that all complaints are handled in a manner that respects the dignity and safety of the complainants.

o Conducting other tasks assigned by supervisor.

• Bachelor’s degree in related field.

• At least 3 years of experience in protection monitoring, field-based data collection, CFM, and humanitarian response in Afghanistan.

• Strong communication skills in both written and spoken languages (Fluency in Dari, Pashto, and English is highly desirable).

• Ability to remain calm under pressure and manage sensitive calls.

• Strong computer skills, particularly in using database systems and tracking tools.

• Ability to handle confidential information with discretion.

• Travel to field and districts of province if required.

Interested and qualified candidates should send us their information using the link below.

https://manage.cha-net.org/jobs/6791e19059f93d005a22a968

for more information please contact to this number: 0729128549